Employment 5

Universal Associate (Customer Service)

Locations:

Alpine (1 full-time / 1 part-time 3 days a week) / Marathon (1 full-time opening)

Summary:

Provides customer service to new and existing bank customers in retail product/service offerings and consumer loans. Greet customers, indentifies their needs, and ensures those needs are met through individual and team service.

Essential Duties & Responsibilities:

To perform this job successfully, an individual must be able to perform each of the essential duties satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Demonstrates professionalism, patience, and positivity in any and all customer interactions whether over the phone or in person.

• Maintain positive customer relationships through prompt and courteous service, response to customer inquiries, and assistance with account transactions, new account, and consumer loan requests.

• Greets customers and works closely with Customer Service Team peers and supervisors to ensure timely service and team effectiveness in addressing customer needs.

• Completes front line transactions in deposits, disbursement of funds, counting/rolling currency or coin; loan payments; money orders; savings bonds; travelers checks; check cards; county tax payments; cash advances; currency logs; FICA payments; check ordering & reordering; and other transactions according to policy and procedure.

• Completes new account and consumer credit applications with customers; assist customers in the selection of various accounts/services; closes accounts; process lines of credit; interest payments; distributions/contributions and personal account transactions; and account balance/inquiries.

• Issues, cancels, or re-issues debit cards; resolves disputes related to debit cards.

• Answers phone calls according to TransPecos Banks protocol.

• Maintains and organizes area with standard supplies and materials.

• Answers basic customer inquiries regarding interest rates, service charges, passbook balancing; and account histories while complying with disclosure requirements, regulations and consumer privacy policies.

• Cross-sells bank products and services.

• Refers customer and walks them to the proper department or personnel for issues that cannot be resolved within the Customer Service Team area.

• Follow all bank policies and procedures.

• Generates daily report for new/closed accounts

• Reviews/checks loan notices and completes mailings

• Carries out responsibilities with professionalism, respect for others, in accordance with the organization's policies and applicable laws

• Any other duties as assigned.

Key Deliverables:

• Satisfied Customers

• Minimal Errors

• New Customers or Services (cross selling)

Organizational Structure:

Reports to: Customer Team Leaders

Supervises: None

Qualifications:

Knowledge/Skills:

• Associates Degree or Equivalent

• 1 – 3 years Customer Service experience

• Excellent customer service skills

• Cash handling or sales experience preferred.

• Basic Math Skills

• High degree of accuracy

• Strong communication skills

Talents:

• High Attention to Detail

• Strong People Acumen (Relationship)

• Sound decision making

• Ability to work in a fast-paced environment